The customer journey experience map of family segment at Le Sakoa Boutik Hotel

Stages of Post
Pre-Arrival Arrival In House Departure
Journey Departure

Online awareness about Arrival mocktail, a Connected room is proposed to

Departure time is at noon
Le Sakoa Boutik Hotel jungle juice is the family segment with well-
to have an overview being served to the equipped materials, Sofa bed are Checkout is being done,
guests at the K bar
Reservation is made prepared for the kids and a baby receptionist confirm with the
(Hotel Bar)
online (Web page, cot is at their disposal restaurant if guests do not
social Media or emails) A registration card have unpaid products
and also by telephone has to be filled and Families normally took the HB
signed to complete meal plan; a buffet breakfast is Payment can be done through
A 50% prepayment of proposed at the Oak Restaurant cash, card or foreign exchange
the total amount is check in,
and for dinner it is an already
deducted A small magnet of Le Sakoa
Activities and The Hotel planned HB menu, only kids may
A welcoming email is information and have choices. For lunch, a menu is Boutik Hotel is given to guests
Touch Points
sent back to the guest the room key are proposed with gastronomic and
prior to arrival A farewell is done by the
given to the guest Mauritian cuisines. receptionist and the resident
Room orientation Oasis Spa is for couples (the manager
to guests parent) for the family segment,
massage with essentials oils are
Guests luggage are
being offered.
brought to room
by the security Water Sports activities are being
agent offered to guests

Lack of pre-sales Time consuming Limited choice for the dinner Lack of a departure lounge
support channel check in menu Guests unhappy due to
Thinking and
Hotel video not Good Thought Lack of land activities, Guests limitation for late check out
feeling
available on Le Sakoa about the arrival delighted about the buffet
Boutik Web page cocktail breakfast provided